Customer Service Advisor, Frontline

DHL Express Vietnam


  • Accept and register bookings for DHL services
  • Offer alternatives to customers and seize upselling and cross-selling opportunity of valued added services (e.g. Sales Leads, shipment insurance) during interaction with customer
  • Respond to customers consistently and confidently by providing accurate information in all areas such as custom requirements, transit time and prices
  • Enhance service experience in DHL by exercising professionalism and empathy when dealing with each individual customer’s varying needs and demands
  • Liaise with Operations and other departments for quick and efficient resolution of customer issues and queries
  • Highlight areas for improvement with suggested solutions to improve DHL’s procedures, technology and service to positively enhance customer’s experience with DHL
  • Adhere to global CS procedures while maintaining discretion to exercise flexibility to customers’ needs within reasonable limits in consultation with CS supervisors and managers
  • Assist the supervisors (if applicable) to carry out relevant CS orientation / training programs for new or existing CS staff


  • Ability to work in shifts (earliest start time: 7AM; latest end time: 9PM)
  • Expected years of experience: 1-2 years experience in a Customer Contact Centre environment in a service industry
  • Experience working in teams
  • Expected Educational Qualifications: College or University Degree (preferable)
  • Typing skills (at least 30 wpm preferable)
  • Telephone skills (excellent)
  • Conflict resolution skills (excellent)
  • Technical Skills (Telephone and Order Booking systems preferable)
  • Communication skills – spoken and written (excellent)
  • Negotiation and interpersonal skills (excellent)
  • English skills – verbal and written (good)

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